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Have a Complaint? - Share it with Us

If you have an airline complaint that you would like to share with the world, please visit's Online Complaint Form where your complaint (edited for content and without personal identifying information) will be reviewed and either published here or forwarded to the appropriate organization.

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06 July 2012

Schedule changes causes shorter holiday

Date: 18 June 2012
Airline: Spirit Airlines, flight 244
Location: Guatemala

I am requesting partial refund of my airfare. My return trip was changed just prior to my flight. As a result I had to alter my vacation plans and was forced to shorten my stay in Guatemala. I am only requesting partial compensation.

I called the customer service line on this matter prior to my flight and was told I had to make the request at the airport. I then spoke to the agent at the airport prior to my flight and was told I had to call the customer service line.


Note from Typically, airlines are not required to compensate passengers for costs not directly related to the trip. While the schedule change may have affected their holiday plans, that is not covered by most airlines.

If a passenger is concerned about delays affecting other parts of the trip, consider options such as purchasing insurance.

05 July 2012

United not honoring Continental refunds

Date: 4 February 2012
Airline: Continental, flight 839
Location: United Customer Service

I spoke with my case manager Lida [redacted] who had authorised my refund from LA to Melbourne Australia for flight 839 on the 4th of February 2012, eticket [redacted] Confirmation Number [redacted] plus a further 30,000 points as a gesture of goodwill onto my Mileage Plus card.

Final confirmation was early April 2012 and I was advised all had been approved and the follow up for the refund would now be passed onto a different dept and that if I had any problems I could get back to Lida at her email address.

I had not heard anything further about my refund and attempted to email Lida but the email came back as this email address no longer accepts inbound messages due to technical changes to Continental Airlines changeover. I have tried to contact Lida on numerous emails address but all come back undeliverable.

I have filled in refund forms online numerous times but still no one contacts me. I have filed complaints on United website and I have yet to have any reply back. I filled out the status form online to check the status of my refund and it advised me to ring 1-800-WECARE2 and I wait on hold from Australia and when I finally get through the representative can't assist me or puts me on hold and I wait again and often times the calls drops out.

I am at my wits end trying to get a response from a United refund representative as this has been going on for months but just can't get through to anyone who can assist me. That is why I am now putting in a complaint with your organisation hoping you may be able to advise me where do I go from here or who i should be contacting.

- Marita

02 July 2012

United almost causes missed overseas connection

Date: 12 May 2012
Airline: United, flight 4148
Location: Atlanta, GA/Newark, NJ

We arrived at the airport three hours prior to our departure as instructed. We were booked on UA 4148 departing at 12:20 pm, arriving in Newark at 2:43 p.m. with connection with UA 0106 departing at 5:35 pm.

Our Atlanta flight had a mechanical problem and they had to fly a part in to repair it. I ask that they re-book us with another airline to make our connection; the gate agent told me we had a “bulk price” ticket and no one else would accept it, and that all they could do is leaves us on the flight that was scheduled to depart now at 5:45. I spoke with a supervisor and she said she would re-book us on another flight out of Newark.

When we arrived in Newark I went to United customer service, because I saw no United flight departing for Munich. The service representative told me they had no record of us having a flight. I ask where my luggage was and he had no idea. He said the only flight left was Lufthansa 1926. I should go see them because they (United) had no record of our travel even though I gave him the confirmed ticket number and reservation code.

We went down to Lufthansa and they had no record of our flight. I think the agent could see I was about to blow up and she decide to help as much as she could. It took her an hour to find the record, but she found it. United would not even look for it they just said it was non-existent. Lufthansa put us on standby. I literally begged them to please put us on the flight, and they did.